Has Cell Service Improved, Or Have Customers Been Beaten Into Submission?

from the we-heart-customers dept

A new report shows that US mobile operators' churn (the measurement of how many subscribers leave each month) is somewhere around 1.8%, following a steady decline from about 2.8% five years ago. This is despite the popularity of number portability, which removed a major barrier to customers switching carriers, though the increasing lengths of contracts they foist on consumers erects one in its place. So why is churn so low, and why does it continue to drop? Carriers would point to statistics showing a decreasing number of consumer complaints, and say they're doing a better job of taking care of their customers. But these stats are hardly conclusive, and anecdotal evidence would say that while prices have dropped and networks have improved over the last several years, customer service hasn't kept pace. What seems more possible, if not more likely, is that consumers have danced around between different carriers, and while they don't have a lot of intrinsic loyalty, their experience tells them that the grass isn't necessarily greener on the other side when it comes to customer service.
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  1. identicon
    drkkgt, 23 May 2006 @ 1:02pm

    I have Verizon as well and enjoy the service but I hate having to call for any type of help. For example, my phone broke a while ago and I have the insurance. Call up the support number, oh you need to take it to the store. Go to the store and the lady says we don't have that phone. Okay, but I still paid fo rinsurance and repair so what do we do? Her reply was, "we don't have that phone." It was like some freakin automaton. Scary. I don't think she even blinked. Anyway, called support again and told them the story and they told me to go back to the store. Finally got support from the supervisor and got it fixed.
    Same kind of thing when I went to get a new phone from a different store. Automatons, no actual thinking involved. Then again, that may just be the state of retail not so much Verizon.

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